ESAN will hold a one day conference on Wednesday 2 November 2016 focusing on the consumer voice in the regulation of essential services. The event will be held at the BT Tower in central London. All those with an interest in consumer engagement are encouraged to attend this unmissable event. To register your interest please contact admin@esan.org.uk.
Author Archives: ESAN Admin
Changes at ESAN
Roger Darlington writes: “Linda Lennard has now stepped down as Chair of ESAN and, as her successor, I would like to thank her for all the hard work and wise guidance that she has contributed to the organisation over the last three years. Linda managed the transition from PUAF to ESAN with a revised remit and expanded membership and she skilfully negotiated the acceptance of ESAN as a registered charity.
I am pleased to welcome Paul Sahota as our new Treasurer/Trustee. Paul is a non-executive director at SATRO, a charitable organisation promoting science, technology and maths in schools and colleges. He is a Fellow of the Chartered Management Institute and Member of the Institute of Risk Management.
I would like to thank our former Treasurer, Neil Ritchie and former Vice Chair, Claire Milne for all their hard work for ESAN and PUAF before that. Neil was our Treasurer for several years and before that was a very valued Secretary. I have worked with Claire over many years in many organisations and I know that she never gives less than real commitment and expertise I am delighted that both Neil and Claire will continue to be part of the ESAN network.”
Ofgem seeks insights for future regulation
Ofgem is to begin a new process of horizon scanning. It wants to better understand what is driving system change, the likely impacts on consumers and the implications for regulation. This information will help it set priorities for the evolution of regulatory arrangements. Ofgem has issued an open letter, explaining how to get involved, asking stakeholders to register their interest at energy.futures@ofgem.gov.uk.
Making Digital Communications Work for Everyone
On 25 February 2016, Ofcom published its initial conclusions following the review of digital communications. In brief:
- BT must open up its network, so competitors can connect fibre to homes and offices.
- Openreach must be reformed to better serve UK consumers and businesses.
- Quality of service for all customers must improve, with automatic compensation where things go wrong.
Ofcom will work with the Government to deliver a new universal right to fast, affordable broadband for every household and business in the UK.
UKRN launches leaflet for vulnerable consumers seeking support services
The UK Regulators’ Network has today launched an advisory leaflet to help ensure vulnerable consumers get the help they need to access essential services.
Produced through a collaborative effort between Ofgem, Ofcom, Ofwat, the ORR and the CAA, the leaflet highlights a range of free support services offered by utility, telecommunications and public transport providers.
The UKRN website gives details of how to get braille, audio and large print versions of the leaflet.
Water 2020 consultation
Consumer groups should take a look at chapter 7 of Ofwat’s Water 2020 consultation – which focuses on customer engagement. This section sets out how Customer Challenge Groups should contribute to the PR19 price setting process. Submissions should be sent to Ofwat by 10 February 2016.
Ofgem proposals for prepay customers
Ofgem’s consultation on proposals to improve outcomes for prepayment customers ends 25 February 2016.
The proposals are designed to:
- help PPM customers to access more competitive tariffs
- address the costs consumers can face, ensuring these do not fall disproportionately on those least able to afford them, and
- ensure that PPM customers are treated fairly by their energy providers.
Priority Services for energy consumers
On 17 December 2015, Ofgem published its final proposals for the Priority Services Register, considered integral to its consumer vulnerability strategy. The aim is to ensure that existing services relating to safety, access and communication in the energy market meet the needs of consumers in vulnerable situations.
Priority Services Register Review – Final Proposals
The consultation closes on 18 February 2016.
New research on energy tariffs for vulnerable consumers
Citizens Advice has published new research on energy tariff options for consumers in vulnerable situations which aims to provide researchers, policy makers and energy market stakeholders with a better understanding of the possible options to ensure that disengaged vulnerable consumers are not penalised by higher tariffs. The research was carried out by the Centre for Sustainable Energy. Read more here.
Previous analysis by Ofgem indicates that poorer consumers could be losing out more than other disadvantaged social groups by not switching energy supplier – the number of poorer ‘sticky’ customers (those who are inactive in the energy market) is 10% higher than average amongst these groups. Based on average savings, consumers on non-fixed tariffs could have saved between £158 and £234 a year (2012-2014) had they switched. So Citizens Advice commissioned this research to investigate options to ensure that vulnerable sticky consumers have access to affordable energy.
Dr Toby Bridgeman, researcher at CSE, led the study. He said: “The research shows that there are several straightforward options that could be introduced to significantly reduce the fuel bills of millions of vulnerable consumers who are currently disadvantaged by the energy market, paying over the odds for their fuel. It would be fantastic if the investigation into the energy market being conducted by the Competition and Markets Authority were to recognise and support some of the recommendations in this report.”
ESAN holds vulnerability conference
On 15th April 2015 ESAN, Citizens Advice and Money Advice Trust joined forces to host a conference on practical steps towards effective implementation of vulnerability strategies. Over 70 delegates from firms, regulators and voluntary organisations across financial services, energy, water and communications attended.
The theme of the day was practical and designed to be helpful to firms rather than concentrating too much on theory and definitions. Many common themes that relate to all sectors emerged – around the multi-dimensional nature of vulnerability, how a risk-factor approach rather than categorisation can help, the importance of staff correctly picking up on triggers at the first point of contact, staff training, and maintaining excellent links with advice and voluntary sector groups were all key issues. Three firms presented case studies on their experiences of developing ways of treating customers in vulnerable circumstances better. FCA, Ofcom, Ofwat and Ofgem all outlined their developing plans in this area.
A background paper on the relevant issues can be found here:
Tackling Consumer Vulnerability Briefing Paper
Presentations can be found here:
Linda Lennard CCES ESAN Consumer Vulnerability presentation
Martin Coppack FCA ESAN Consumer Vulnerability Presentation
Garreth Cameron ICO – ESAN vulnerability presentation
Money Advice Trust ESAN vulnerability presentation